Information Technology Support Technician – Tier 2, Tier 3

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Act as the Level 2 escalation point for technical issues that exceed the scope of L1 and L2 support.

• Oversee and troubleshoot Microsoft 365 environments, which include Exchange Online, Teams, SharePoint, OneDrive, and Intune.

• Manage and provide support for Microsoft Azure services, including Active Directory, Virtual Machines, and cloud resources.

• Configure, maintain, and resolve issues with SonicWall firewalls and network security devices.

• Administer and support Windows Server, encompassing Active Directory, Group Policy, DNS, DHCP, and File Services.

• Execute workstation setup, imaging, deployment, and troubleshooting for Windows 10/11.

• Manage and troubleshoot DNS records and resolution challenges.

• Support and implement Endpoint Detection and Response (EDR) solutions.

• Assist in the management of Business Continuity and Disaster Recovery (BCDR) platforms and verify the integrity of backups.

• Help with administration and troubleshooting of VoIP systems.

• Develop and maintain technical documentation, Standard Operating Procedures (SOPs), and knowledge base entries.

• Communicate effectively with clients using fluent and professional English.

• Track and manage support tickets through the PSA/ticketing system, providing timely updates.

⛳️ Requirements

• A minimum of 2 years of experience in a Help Desk or IT Support role (Level 2 or equivalent).

• Practical experience with Microsoft 365 Administration.

• Familiarity with Microsoft Azure (Azure Active Directory, Virtual Machines, licensing).

• Experience in configuring and maintaining SonicWall firewalls and VPNs.

• Strong knowledge of Windows Server administration (2016/2019/2022).

• Proficiency in DNS management (A records, MX, CNAME, TTL, forward/reverse zones).

• Understanding of EDR platforms (e.g., SentinelOne, CrowdStrike, Malwarebytes EDR).

• Experience with BCDR solutions (e.g., Veeam, Datto, Acronis).

• Exceptional documentation and technical writing abilities.

• Fluent in English, with strong verbal and written communication skills.

• Familiarity with VoIP platforms (e.g., 3CX, RingCentral, Teams Voice).

• Relevant certifications: CompTIA Network+, Security+, Microsoft (MS-900, AZ-900, MD-102).

• Experience working within a Managed Service Provider (MSP) environment.

• Strong troubleshooting, problem-solving, and communication skills.

• Proactive and organized in project management.

• Ability to work both independently and collaboratively in a remote environment.

• Detail-oriented with a commitment to accuracy and quality.

• Capacity to multitask and manage time effectively in a fast-paced setting.

• Ability to handle multiple projects and meet deadlines.

• Strong documentation skills and attention to detail.

• Must reside in the Dominican Republic.

• Must possess a personal computer with internet access.

• Comfortable using Hubstaff for time tracking.

• Required to submit a 1.5–2 minute voice note in English for screening purposes.

🏝️ Benefits

• Opportunity for remote work.

• Monthly payment options available through Papaya Global or Payoneer.

• Personal computer and internet access are mandatory.

• Utilization of Hubstaff for time tracking.